Front Desk Lead (PT) ($18 - $18.50 hourly)

About the Role

The Front Desk Lead is responsible for providing exceptional customer service experience and for the safe and secure day-to-day operations of Kroc Center Hawaii. This position assumes a leadership role for the Front Desk and takes on supervisory responsibilities in the absence of the Member Services Manager and/or Member Services Coordinator. The Front Desk Lead will have a deep commitment to the mission of The Salvation Army, which will be evident in his or her professional life and the manner in which he or she represents The Salvation Army Ray and Joan Kroc Corps Community Center in the community.

Responsibilities

• Greet members and guests as they enter Kroc Center Hawaii and ensure that members and guests feel welcome and have a positive experience (smile, make eye contact, use member's or guest's name whenever possible, ensure that questions are answered).
• Conduct informative tours of the Kroc Center Hawaii.
• Provide membership information to interested parties and explain the benefits of membership to all guests and visitors.
• Process membership applications and day passes for guests and members according to established procedures.
• Receive payment by cash, check, credit card or debit card; compute and record totals of transactions; issue receipts, refunds, credits or change due to guest or members utilizing the Point of Sale (POS) kiosk system.
• Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
• Monitor and verify access of members and guests into the appropriate areas; ensure that there is no misuse or abuse of identification cards.
• Provide prompt, professional and courteous customer service by knowing current program and activity offerings and helps guests and members have their inquiries effectively addressed.
• Promote/sell programs and special events, making insightful recommendations that reflect the needs/interests of members and guests.
• Promote membership, day passes and retail items utilizing the POS kiosk system.
• Receive and answer incoming telephone calls, visitors and emails in a friendly and businesslike manner; direct calls/inquiries to appropriate program/staff in a timely manner.
• Communicate with members, guests, co-workers and the general public using appropriate verbal and written language skills.
• Maintain the orderliness and cleanliness of the membership lobby, front desk, and make sure public areas are safe, clean and neatly arranged at all times.
• Responsible for all opening and closing duties and securing the POS area at the end of shift.
• Handle and resolve member's and guests' complaints, by obtaining and evaluating all relevant data to handle complaints and inquiries; follow up with members and guests to ensure high-level satisfaction and determine future requirements.
• Notify Member Services Manager or Coordinator of all issues and refer guest or member to them if further action is needed.
• Notify the appropriate department, staff or manager to resolve issue, or by handling simple issues personally.
• Assist Member Services Manager and Coordinator in maintaining a membership database of records utilizing a complex computer program, ensuring confidentiality of all data.
• Provide administrative support to include filing, data entry and mailing.
• Provide back-up support for Child Watch.
• Assist in maintaining membership files and inputting confidential membership information into the Recreation Management Software (RMS).
• Supervise Front Desk Attendants when Member Services Manager and Coordinator are not available.
• Assist Member Services Manager and Coordinator in training all new Front Desk Staff.
• Assist Member Services Manager and Coordinator in performing internal audits on membership files to ensure processing of all forms was done properly.
• Adhere to The Salvation Army's policies and procedures in handling cash and accounting procedures.
• Assist in the receipt and safekeep of all cash from each program venue.
• Assist the Member Services Manager and Coordinator to ensure staff communicate daily with the Facilities Department to address cleanliness and maintenance related issues.
• Assist the Member Services Manager and Coordinator to ensure staff exceeds first-class customer service expectations.
• Maintain healthy relationships with coworkers by exhibiting good communication skills and positive attitude.
• Follow and ensure adherence to The Salvation Army Policies and Procedures.
• Maintain the Code of Ethics policy, which has been established for the Kroc Center Hawaii.
• Attend staff meetings and other administrative meetings as required.
• Maintain regular and punctual work attendance.
• Available to work a flexible schedule that includes working on weekends and evenings.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED equivalency required.
• Front Desk experience at a Kroc Center or two years' experience as a cashier and/or in customer service.
• Computer literate with proficient typing skills and the ability to use new software programs with basic training.
• Excellent telephone skills with the ability to maintain a non-judgmental attitude in working with guests, members, and staff.
• Any equivalent combination of training and experience which provides the required knowledge, skills, and abilities will be accepted.
• Must have a valid driver's license and insured transportation.
• On an annual basis, employees are required to participate in The Salvation Army's Fleet Safety Program.
• May require CPR and First Aid Certification.
• Must pass a criminal history information check (conviction of a crime will not automatically preclude employment; circumstances involved will be considered).

Qualifications

• Able to prioritize and organize work assignments and take projects from beginning through completion.
• Able to perform job functions with attention to detail, speed and accuracy.
• Able to work in a fast-paced environment and maintain poise under pressure.
• Self-motivated, energetic, enthusiastic, motivational, and able to maintain a self-directed schedule.
• Genuine interest and commitment to providing quality service.
• Respond to crisis situations in a calm and effective manner and remain calm when resolving problems using good judgment.
• Must possess the self-discipline necessary to perform repetitive tasks without lowering quality of work.
• Able to work with limited supervision, and work in a team setting with other professionals.
• Exercise good judgment and comfortable taking initiative with projects.
• Ability to interact with co-workers and the public in a positive professional manner in conformity with The Salvation Army Mission Statement.
• Ability to work with people of diverse backgrounds and circumstances.

Skills

• Experience with a Point of Sales (POS) system preferred.
• Experience in membership recruitment preferred.
• Supervisory experience preferred.

Schedule

Part Time, Hourly position. Available to work a flexible schedule that includes working on weekends and evenings. May also be required to work holidays.

This response is AI-generated, for reference only.